***** ***** **. **. *********, WA. ***** • PHONE 253-***-****

E-MAIL: acp28e@r.postjobfree.com CELL PHONE: 253-***-****

MATTHEW PRIEB

SUMMARY OF QUALIFICATIONS

** ***** ** ******** *** operations management in the IT space

Passion for operational excellence and optimization as a whole

Strong and broad experience working in IT and the IT business environments. Including: technical work, project, program, and people management, customer interaction and executive briefings, as well as budget planning / forecasting and vendor contract management.

Well versed in driving collaboration between groups to provide effective resolutions in a timely fashion.

Consistently receive outstanding management review scores from employees.

ITIL Version 3 Foundations Certified and Microsoft Operations Framework v1 Certified

EXPERIENCE

5/1999- Present Microsoft Corporation Redmond, WA

7/2014 – Present - Senior Service Engineer – Government Services Operations

Was brought onboard the team to provide senior leadership to a new operations org.

Crisis Manager during customer impacting outages to ensure restoration

PM’d the onboarding of standard infrastructure toolsets into the secure government environment.

Authored the services operational playbook to ensure operations was scalable in multiple geographies.

5/2013 – 7/2014 - Crisis Manager – Global Foundation Services (Microsoft Operations Center)

Operations center lead for incidents in the Global Network.

Manage resources and communications during crisis incidents to ensure that the issue meets a timely resolution.

Tracking of post incident review items to ensure operations is in a constant service improvement state.

Authored and sold the “Crisis Management as a service” initiative to management, streamlining process into a repeatable model that can be individually sold.

6/2008 – 5/2013 - Operations Manager – Microsoft Online Operations (O365)

Primary contact / incident commander during “Sev-A” critical situations that have customer impact.

Responsible for internal management communications and external customer support notifications during Sev-A issues.

Operations liaison for external customer business continuance / disaster recovery exercises and walkthroughs.

Authored the service improvement plan and templates used for operational shift based metrics for reporting to support and drive problem management.

Own shift schedule and staffing levels for the operations staff.

11/2006 – 6/2008 - Operations Manager – Desktop Management Services

Manage tier 2 and 3 operations groups, as well as the problem management and global migrations teams.

Created the problem management process for DMS to drive efficiencies up and costs down

Created the Desktop Operations Center that brought the Tier 2, Tier 3, Problem Management, and Global Migration Teams into the same organization

Unified operational reporting to show a true end to end ticketing view, while providing management details regarding desktop operations for the monthly and quarterly business reviews.

5/2005 – 11/2006 - Operations Manager – MMS Operations

Created an end to end incident management process for Microsoft Managed Services Operations.

Streamlined incident process to include all operations groups that support MMS forming and incident framework.

Created Knowledge Management and Documentation for Operational support groups, including the Global Technology Services “High Visibility Environment” support doc.

Negotiated the Operations Level Agreements between MMS and Global Technology Services, and reported said OLA’s monthly for compliance and areas of continuous improvement.

Problem Management Process Implementation.

Post incident review process designed and implemented

2/2005 – 5/2005 - Operations Manager – Datacenter Operations

Worked on multiple metrics and communications driven operations optimization projects using problem management and MOF /ITIL framework.

Drove the initiative to “On-board” lab support to DCOPS.

Managed the Knowledge Management Virtual Team for all of operations.

Point of contact for Post Mortems and process change onboarding in the operational space.

10/2003 – 2/2005 - Shift Manager – Datacenter Operations

Managed 11 direct reports in the Swing and Graveyard shifts for Datacenter operations.

Managed a three person vendor deployment team responsible for the remote change work in non 24/7 datacenters globally.

Stakeholder \ Co-Leader in the effort to unify the processes across the GNOC, DCOPS, and Telecom, operations space. Focus areas include consistent ticket coding, FPO’s being developed at the operations level instead of the technical discipline level, and policy documentation such as the attendance and staffing policies.

Actively involved in the planning of the outsourcing to India focused on minimizing impact.

1/2003 10/2003 Operations Manager – Datacenter Operations Strategic Team

Managed the security and patch compliance work for ~10k servers in the datacenter space.

Worked closely with multiple security teams to ensure that our standards were met across multiple networks.

Recognized for the number of customers upgraded to a consistent IPAK standard under my leadership.

Successfully deployed Windows 2003 to the enterprise installing SP1 on the first 250+ clients.

Key partner in the SMS and Topaz efforts in the datacenter.

Key member in our defense against SQLSLAMMER and the tools to automatically disable network ports.

8/2002 12/2002 Graveyard Shift Lead – Datacenter Operations

Skilled in very difficult people situations that that I was able to effectively manage using appropriate leader and HR resources.

Distributed the one on one standard documentation template to operations for record keeping.

Successful in minimizing impact from the loss of 15 headcount to the MSN migration of work.

Consistently maintained a green scorecard in all SLA’s.

1/2001 – 8/2002 Program Manager – Global Operations

Was hired into operations and played a key role in the Insourcing and live rollover from a vendor operations center to a full time employee NOC.

Assisted in the mass hiring to provide coverage for multiple shifts.

On boarded the initial shifts as well as the first 24hour shift from exiting Compaq support teams.

Worked with Compaq management to form a new hire training manual for operations.

Owned and maintained the XLS based project tracker for the operations directors’ staff.

Helped drive the GNOC event to ticket ratio down from nearly 30/1 to 2.6/1.

Single point of contact for operations Post Mortems.

Responsible for establishing and documenting the ‘Day in the GOC tour’ for BUIT customers allowing for client insight into our operations.

Drove proactive numbers from 45.53% in September 01 to 92.12% in June of 02.

Key player in the tracking and disabling of the Code Red and Nimda responses.

5/99 – 1/2001 Release Manager – ITG Release Management

Owned the relationships between our BUIT client base, the ITG data centers and the services we provide.

The first Release Manager for the corporate BUIT’s. In the two years with this team, we transitioned from a tactical deployment team to a fully functional technical and business consulting team.

Managed client communications, engagement processes, portfolio of services, client satisfaction and data center continuous improvement efforts.

Played a critical role in the Y2k Readiness project. The rebooting of Building 11 (primary datacenter). The four datacenter space management and consolidation efforts.

Drove the client interaction for the W2K domain rollout and the collapsing of 40+ NT4 resource domains.

Key stakeholder for requirements within the staged server effort to reduce Time to Build / Market.

9/1996–5/1999 Entex Information Services Redmond, WA

Tier Two / OS- Internet SME / Networking SME /Senior Support / Beta Support

Deployed the new subject matter structured Helpdesk (from the previous Tier one/Tier two model).

Final point of escalation for technicians for both “Hot” customers and technical issues throughout the HD.

Monitor subject area member’s numbers, quality, and satisfaction of both the technician and the customer.

Developed support documents, training material, and other resources to help the technicians with their knowledge and comfort level of new products to the subject area.

Ensured adherence to policies and procedures set by corporate, and management.

Actively participated in the Mentor program to train new hires.

3/1996–6/1996 Keane Seattle, WA

Windows 95, Support Technician

Provided support for Microsoft Windows 95 for both the free 30 day support line, and the 900# pay per issue support number for PSS.

26127 185TH CT. SE. COVINGTON, WA. 98042 • PHONE 253-***-****

E-MAIL: acp28e@r.postjobfree.com CELL PHONE: 253-***-****

REFERENCES

Jesse Merriam – Group Manager – Microsoft – (206) -817-9163 acp28e@r.postjobfree.com

Paul Kim – Incident Command Lead – Microsoft – 425-***-**** acp28e@r.postjobfree.com

John Flaherty – RNA – VA Medical Center – 253-***-**** – acp28e@r.postjobfree.com

Christofer Simants – President - Usedspacesuits IT services – 214-***-**** - acp28e@r.postjobfree.com

Chris Hill – Developer – 425-***-**** – acp28e@r.postjobfree.com

Robert Korinek – Program Manager – 206-***-**** acp28e@r.postjobfree.com

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